论企业客户关系管理与顾客忠诚度

Enterprise Successfully Leading into CRM can Improve the Loyalty-level of Customers Effectively

客户关系管理(CRM)的核心是客户的资源价值管理:通过对用户信息资源的整合在企业内部达到资源共享,为客户提供更快速周到的优质服务,吸引和保持更多的客户;通过对业务流程的重新设计,更有效地管理客户关系,降低企业成本,CRM使实现企业与客户利益关系共同体成为可能。提高顾客忠诚度,一个执行良好的CRM实施方案的关键是按照细分目标顾客、确定目标顾客、满足目标顾客需求以及目标顾客达成利益共同体等步骤来进行。

The core of CRM is the management of resource-value of customers: through integrating the users' information- resources the enterprise realizes the share of resources, provides the faster and the more attentive quality-service and attract more customers; through redesigning the circuit of business to the enterprise realizes the management of the customers' relationship more efficiently, to reduce the cost. The CRM makes it possible-the unit of interest-relationship between enterprise and customers. To improve the loyalty-level of customers, the key of carrying out a good CRM plan is to follow the steps of S.T.P and to meet the demands of the customers, etc.